Position : Salesforce Developer
Shift : 9:00 AM – 6:00 PM ET, Monday–Friday
Reports to : Chief Technology Officer
Location : Remote (Permanent Work from home)
## About Client
Our client is a private mortgage lender specializing in bridge and DSCR loan products, with a wholesale broker division serving mortgage brokers nationwide. Our technology organization builds and operates the platforms that run the business end to end — a Salesforce-based loan origination and servicing platform, a broker-facing portal, a data and analytics environment, and a growing set of internal applications.
## Role Summary
This is a dedicated application support role and the front door for every technology request that comes from the business. You will own our IT support inbox, resolve what you can directly, and drive everything else to resolution by working alongside our developers, analysts, and engineers. When a support issue turns out to be a request for new functionality, you will partner with our Business Analyst to make sure it is documented properly and enters the delivery pipeline rather than getting lost in an email thread.
Support to client is not a ticket-closing job. Because you will see every issue the business reports, you will be one of the best-informed people in the company about where our systems create friction — and we expect you to use that.
## What You'll Do
**Own the support queue**
- Serve as primary owner of the IT support inbox: monitor, acknowledge, triage, and prioritize incoming requests during business hours
- Categorize and route requests appropriately, escalating infrastructure, endpoint, and identity issues to our IT Manager and application issues into the development queue
- Resolve Tier 1 and Tier 2 application and Salesforce issues directly — data corrections, permission and access questions, report and dashboard requests, configuration adjustments, user error and training gaps
- Maintain clear communication with requesters on status, expected timing, and resolution
- Track queue volume, resolution time, and recurring themes, and report on them regularly
**Troubleshoot with the development team**
- Reproduce and document defects with enough detail that a developer can act without a second round of questions: steps to reproduce, expected vs. actual behavior, affected records, error messages, and screenshots
- Investigate root cause using Salesforce debug logs, flow error emails, audit history, and application logs before escalating
- Partner with developers through resolution, validate fixes, and confirm outcomes with the original requester
- Support release validation and post-deployment smoke testing
**Turn requests into documented work**
- Recognize when a support request is actually an enhancement request rather than a defect
- Work directly with our Business Analyst to capture and document the business need, current process, requestor, impact, and desired outcome
- Ensure enhancement requests are logged in our tracking system with sufficient context to be groomed and prioritized
- Maintain internal support documentation, known-issue references, and end-user how-to guides
**Reduce the queue over time**
- Identify recurring request patterns and propose durable fixes — configuration changes, validation rules, automation, or user training — rather than repeatedly resolving the same issue
- Build and maintain self-service documentation for the most common requests
- Contribute to onboarding and training material for new users of our platforms
## What We're Looking For
**Required**
- 2+ years of hands-on Salesforce administration and development experience
- Working knowledge of the Salesforce platform: objects and fields, page layouts and Lightning record pages, profiles, permission sets, sharing and record access, reports and dashboards, Flow, and data management via Data Loader or equivalent
- Demonstrated ability to troubleshoot systematically — to isolate a problem, form a hypothesis, and test it rather than guessing
- Strong written communication. Much of this role is conducted over email with non-technical colleagues, and clarity matters as much as technical accuracy
- Comfort working directly with business users at all levels, including under pressure when something is blocking their work
- Ability to manage a queue of competing priorities and make sound judgment calls about urgency without needing every decision escalated
**Preferred**
- Salesforce Administrator certification
- Experience in mortgage lending, financial services, or another regulated industry
- Familiarity with Apex, Lightning Web Components, or SOQL — enough to read and diagnose, not necessarily to build
- Experience with a ticketing or work-tracking system and with requirements documentation
- Experience supporting custom web applications alongside a packaged platform